Escalation Manager

Your day to day:

Responsible for the management of problems/defects/incidents/escalations identified in IT applications and systems (software, infrastructure, network) used by Vodafone customers and initiates actions to identify and implement corrective and preventive technical solutions (modifications on IT applications and systems).

With these activities you will have a great impact on our business:

• Manage and act as escalation point for problem and incident records (on a 24/7 on-call basis), related to IT applications and systems, in BMC Remedy database, creates, maintains, verifies and improves the known error database and solution database
• Analyzes the technical issues encountered  in the Incidents and Identifies the technical teams that need to be involved in the incident or escalation and problem analysis and resolution
• Assists the core team of technical members  by using the Problem Solving Techniques for identifying the workaround, root cause and solutions (hardware / software / process) and supports with the follow-up of the technical implementation and the results of the performed hardware/software/process changes
• Identifies, documents and communicates the Incident / Problem Reports with timeline, problem/incident description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems.
• Creates reports to measure the key performance indicators (KPIs) in regards to problem and escalation management and quality of IT applications and systems; analyze reports and statistics to determine the proactive measures required (proactive problem management)
• Plans, reviews and tests the necessary upgrades of problem management module (BMC Remedy)
• Initiates continuous measures to improve the incident and problem management processes and ensures that the process is implemented and executed by all process actors involved, documents rules, work instructions and guidelines. Guarantees SOX compliance
• Managing problem and incident records according to problem and escalation management process (recording, modification, monitoring, closure) and communicates the Problem/Incident Reports with timeline, problem description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems.
• Key Performance Indicators report( KPIs) from BMC Remedy database using the query scripts
• SOX Compliance , ensuring the maximum satisfaction for internal and external customers by proposing technical solutions and implementing corrective and preventive
• Documentation related to problem and escalation management (recommendations , work instructions, training material)

With these skills you are a great candidate:

• Utilization of BMC Remedy for problem and escalation management
• Management of problem and incident records related to IT software and systems (software, infrastructure, and network) according to problem management process.
• Coordination and moderating sessions with technical teams needed to solve incidents / problems / defects in applications and IT systems :
  •   identification and documentation of workarounds / problems / defects root cause
  •  creation of  Problem Report , identifying and approving the technical solution to the problem
  •  modification of applications and software solutions , IT systems that ensure correct operation
• Proactive problem identification and management according 5WHYs methodologies, Fishbone, etc.
• Management of customer and operational escalations
• Identify customer needs and deliver solutions proposed for improving applications and IT systems to remedy the problems / faults
• BMC Remedy
• ITIL
• Experience in Infrastructure Services ( IT Office ) , software , hardware, network ( Cisco , GSM, HSPA and LTE , CCNA , Network CS and PS )
• Experience in communicating with customers
• Fluency in English

Sounds like the perfect job? We’ve got even more to offer:

• Work from Home – You can get to work remotely from anywhere you choose!
• Medical and dental services
• Life insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Annual Company Bonus 
• Ongoing Education
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of an technology changing company

• Flexible Vacation

   

  The future is exciting. Ready?